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RaptorX's Review for BT

 BT (Broadband Fixed Line)
Posted: 20th Jul, 2015    By: RaptorX
Title: Could be very good, but let down by terrible customer support
Full review here: www.ispreview.co.uk/talk/showthread.php/33942-Review-Could-be-very-good-but-let-down-by-terrible-customer-support

Such potential to be a first class ISP, but wasted by terrible customer support.

As the incumbent, BT have a good range of services and a solid core network along with competitive pricing. In my time with them recently, the service was very reliable, but contact their outsourced tech support for even the simplest thing and they are absolutely hopeless.

I can only get ADSL and I wanted interleaving to be turned off (set to Fast Path mode) but after multiple calls and a couple of weeks of wasted time they never achieved this simple little thing, although my line is very good and supports Fast Path.

It was a similar situation when the BRAS rate got stuck at a low value a few years ago. Openreach simply had to log onto the server and reset it to bring the speed back up, but it took around 6 weeks and multiple engineer visits to achieve this as the message from first line support didn’t seem to be getting through. In the end, the engineer took it upon himself to sort out what was a first line support problem in the first place. There are several other instances of similar bad service stretching back years.

Apparently BT have recently begun insourcing their call centres again which will significantly improve tech support and overall customer service. For me however, it’s too little too late and I’ve left them for the second time.

Note that as a large ISP, BT are obliged by court order to implement site blocking (censorship).

Unfortunately, due to their unacceptable customer service issues, I can only rate BT 3/10 at this time and recommend people avoid them for now.

Time With Provider:
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